Operations​/Customer Service Manager

Are you an experienced Customer Service leader who thrives on developing high-performing teams, driving operational excellence, and delivering exceptional customer experiences?

We're looking for a Customer Service Manager to lead and develop a busy Customer Services function, ensuring outstanding service delivery while shaping and implementing customer service strategies that support wider business objectives.

This is an excellent opportunity for a commercially minded leader who enjoys improving processes, developing people, and using data-driven insights to enhance customer satisfaction and operational performance.

Reporting to the Head of Operations, you will be responsible for the overall performance, development, and strategic direction of the Customer Services team.

Key responsibilities include:

• Leading and developing the Customer Services department
• Creating and implementing customer service strategies aligned to business goals
• Coaching and developing team leaders to drive high performance
• Managing customer service operations including complaints, returns, quality frameworks, and reporting
• Taking ownership of escalated customer issues and ensuring effective resolutions
• Resource planning to ensure the team has the capacity and capability to meet demand
• Driving a culture of accountability, customer focus, and continuous improvement
• Monitoring and improving service levels, KPIs, SLAs, and quality standards
• Leading customer service improvement projects and change initiatives
• Using customer insights and performance data to identify trends and opportunities
• Providing senior leadership with meaningful analysis and recommendations

We're looking for a confident and engaging leader with a passion for customer service and operational excellence.

• Management experience within a customer service environment
• Proven ability to lead, motivate, and develop teams
• Experience managing through periods of growth, transformation, or change
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills